Experience

Telistar Solutions Pte Ltd

• Singapore
• IT Services and IT Consulting
• 1 - 100 Employee

• Lead - Service Management

  • Dec 2022 - Present

  Service Request management, vendor management, customer management. Responsible for Service Level Agreement (SLA) for service request Job scope • Manage Service Request Team in daily operations to meet the Service Level Agreement • Service level owner for service request • Managed Service request and RSA token • Vendor Management for IMAC Services • Process & procedure manual owner/reviewer for service request and token • Forecast catalogue item to be ordered • Raising purchase order for service request catalogue items (eg. toners, printers) • Gatekeeper/approver for machines go through ad-hoc refresh Highlights Collaborate with project team for the migration of the IT Service Management Tool for service request from Maximo ISM to ICD • Create, design, and define workflow processes and knowledge based article • Conduct trainings to clients and vendors Collaborate with client's vendor and their vendor (ServiceNow) for the migration of the IT Service Management Tool for service request from ICD to ServiceNow • Create, design, and define workflow processes and knowledge based article • Conduct trainings to clients and vendors Show less



Nityo Infotech

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Request Management Lead at Kyndryl (SIA Account)

  • May 2018 - Nov 2022

  Managed a team of 4 request administrators, handling service request, vendor management, customer management. Responsible for Service Level Agreement to be met. Point of contact for service request and token escalation. Job scope • Manage Service Request Team in daily operations to meet the Service Level Agreement • Service level owner for service request • Customer fronting for all service request and RSA token related matters • Manage vendor to ensure that delivery and deployment is done within SLA • Streamline and standardize processes for service request operations • Understand client needs and offer solution to clients • Validate and ensure proper billing for both client and vendor • Document owner/reviewer for service request and token • Consolidate all the various updates and present to clients weekly • Forecast catalogue item to be ordered • Raising purchase order for service request catalogue items (eg. toners, printers) • Gatekeeper/approver for machines go through ad-hoc refresh Highlights Collaborate with project team for the migration of the IT Service Management Tool for service request (ISM to ICD) • Design the forms • Defined the workflow • Conduct trainings to clients and vendors Collaborate with SIA and their vendor (ServiceNow) for the migration of the IT Service Management Tool for service request (ICD to ServiceNow) • Design the forms • Defined the workflow Show less



Resorts World Sentosa (Goldtech) - 1 year contract

• Service Delivery Administrator (IT Department)

  • Apr 2017 - Apr 2018

  Responsible for hosting Change Advisory Board Meeting, managed Sharepoint (Transformer) for IT department, assist IT department on queries with regards to IT Service Management System (Remedyforce), assist with checking of invoices against delivery order and purchase order for IT department purchases, and handle other general administrative matters. Job scope • Host weekly Change Advisory Board meeting (CAB) • Generate the report for weekly CAB Meeting • Check that all the Change Request have the necessary documentation for CAB Meeting • Advised requester during CAB Meeting on their missing documents • Managed Transformer Sharepoint requested by IT Department user to update/upload/delete documents • Administration and conduct training on ITIL processes and tools (Remedyforce) • Provide support on IT administration (Collect letters/mails daily; dispatch mails requested by IT department for courier services; dispatch claim forms to finance department) • Provide support on purchase requisition and payment related matters - Check the invoices is tally with the purchase order and delivery order • Generate and send out emails on monthly outstanding Incident and Service Request report Highlights • Assist with the enhancement of IT Service Management System (Remedyforce) by testing in the UAT environment after vendor had done the required enhancement, and documenting it down with screenshots and different scenarios. • Assist to implement the enhancement of IT Service Management System (Remedyforce) in production environment with the test case scenarios done in the UAT environment after vendor had done the required enhancement. Show less



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• SRMS Administrator/Coordinator - Singapore Airlines Account

  • Dec 2015 - Apr 2017

  Responsible for processing and follow-up of daily Service Request raised by SIA Local IT Coordinator (LIC) via IT Service Management Tool (ISM). Forecast equipment (desktop, printer, laptops, accessories) to be ordered and keep track of inventory. Manage daily SRMS hotline, and other ad-hoc administrative task assigned (reports). Job Scope • Address to daily public queries with regards to SR via SRMS general hotline and emails • Process daily local and overseas hardware SR raised by LIC to deploy and decommission equipment via Maximo and emails \ • Processed daily local and overseas Hardware, Software, and Miscellaneous IMAC SR raised by LIC via Maximo and emails • Coordinator between LIC, various vendors and respective implementation teams for deployment, decommissioning, and setups of equipment via Maximo and emails • Follow-up with LIC, various vendors and respective implementation teams for information, details and setup/implementation progress for both Hardware and IMAC service request via email • Proper closure on service requests within Service Level Agreement via Maximo • Forecast for budgets of equipment every three to four months • Keep track of equipment inventory list • Raise Contract Change Request Forms (CCR) for new and closure of sites • Consolidate all SRs follow-up and SRs that are still in progress for team lead and manager to present during weekly meetings • Perform monthly billing reports Highlights • Assist with closure of sites and new sites by coordinating via email between SIA IT department, LICs and IBM vendor • Implement an inventory list to keep track of equipment deployment • Closure of 200 odd outstanding breach SRs within 2 months with the guidance of Service Delivery Manager by sending out an email with all the consolidated SRs to vendors, users/LIC respectively. Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Operations Assistant - Receivables Finance Operations

  • Apr 2015 - Jul 2015

  Responsible for preparing daily reports using MS Excel, checking and processing HSBC System, process cheques to be sent up to the cheque crediting team, sending email to notify clients, follow up with customers on overdue, and other administrative duties assigned. Job Scope • Check daily transactions using the HUB System • Prepare daily report for daily transactions • Check invoices that customer has paid for using GPS system • Notify client through emails invoice has been received • Enquire customers the invoice number and amount that is to be paid to the client • Enquire and notify customers the overdue invoices and payment that needs to be paid • Go through and tally the invoices and invoices amount with the information client/customer provide using IFAI system • Received cheque and process it to send to the cheque crediting team • Notify client that cheque has been received and is processing Show less



IEEC

• Singapore
• Education Administration Programs
• 1 - 100 Employee

• Operations Assistant (Part Time)

  • Aug 2014 - Feb 2015

  Responsible for following up with student's attendance, assist students, using Mail Chimp to blast emails, update student's/client's particulars inside Memberties, preparation and arrangement of refreshments for events or seminars and necessary operations. Job Scope • Update student's daily attendance using Microsoft Excel • Keep track of student's attendance (especially international students) • Assist students when they have any enquiries • Designing and blasting out emails using Mail Chimp to members/guest who will be invited to the events or seminars • Set up classrooms for seminars or events • Prepare and arrange refreshments for the member/guest who are invited to the events or seminars • Update/add new members/students into Memberties system • Creating events or seminars on Memberties • Monitor and order the water gallon • Reply Emails to guest/members on enquires regards to the events or seminars • Reply general Emails • Report any defective areas in the classroom to the Operations Manager • Filing of documents Highlights • Successfully assist to organized and setup anniversary event by setting up the function hall, preparation of refreshments, taking attendance, and issuing of name tags to attendees. Show less



ADA Builders Pte Ltd

• Marketing Executive (Internship Attachment)

  • Apr 2014 - Aug 2014

  Responsible for engaging potential client via social media Job Scope • Promote, Advertise and Market the organization via social media for both commercial and residential • Market Intel Research for commercial • Site survey for ongoing projects • Cold Calling / Telemarketing • Create awareness of the organization by creating and handling social media accounts of the organization • Using electronic mails to engage new potential client Responsible for engaging potential client via social media Job Scope • Promote, Advertise and Market the organization via social media for both commercial and residential • Market Intel Research for commercial • Site survey for ongoing projects • Cold Calling / Telemarketing • Create awareness of the organization by creating and handling social media accounts of the organization • Using electronic mails to engage new potential client



Esmaco/DTZ

• Customer Service Officer (Part time)

  • Sep 2013 - Aug 2014

  Responsible for answering calls from residents of Central Sector of Singapore, key in the cases reported in to the Building Service Complaint System (BSC) and EMSU Customer Feedback System (MAS/CFS)implemented by the Town Council and HDB. (Ang Mo Kio, Tanjiong Pagar, Moulmein Kallang, Potong Pasir and Bishan Toa Payoh Town Council/HDB) Job Scope • Answer calls from residents mostly with regards to sanitary matters, electrical matters, cleanliness matters and defective of lift • Assist and provide services/information to help the residents to resolve their problems (eg. Trap inside the lift, unit got no electric supply, main pipe choke, etc) Select the defect code base on the case reported • Key in the cases base on the enquires reported by the residents in the BSC system or MAS system • Route the case that is being keyed in the system to the Town Council or HDB • Cold Transfer of calls for the resident with regards to other sectors (Town Council, HDB, Carpark) Show less



Denni Kenji International

• Logistics Assistant

  • Dec 2011 - May 2013

  Responsible for logistic and inventory management of new and existing unaccounted stock and stock catalogue update with implementation of new ERP system. Job Scope • Use the ERP system to create old and new product code for new labels • Revalidate old products with new code • update old catalogue with new product image • Take stocks and change the labels for old products at different branches. Responsible for logistic and inventory management of new and existing unaccounted stock and stock catalogue update with implementation of new ERP system. Job Scope • Use the ERP system to create old and new product code for new labels • Revalidate old products with new code • update old catalogue with new product image • Take stocks and change the labels for old products at different branches.

• IBM – Adminstration (Internship)

  • Oct 2011 - Dec 2011

  Responsible for adding, updating, deleting and modifying data through excel files. Summarized confluence article and update email logs into IT Service Management Tool. Job Scope • Update, add and confirm new data on tracker (Excel) • Receive and send email to update the excel file • Update email logs using ITSM Tool (ISM) • Tally the data in the excel sheet • Summarized confluence article (Function of certain software) • Stock take for PCs and Monitors Responsible for adding, updating, deleting and modifying data through excel files. Summarized confluence article and update email logs into IT Service Management Tool. Job Scope • Update, add and confirm new data on tracker (Excel) • Receive and send email to update the excel file • Update email logs using ITSM Tool (ISM) • Tally the data in the excel sheet • Summarized confluence article (Function of certain software) • Stock take for PCs and Monitors